Advice on this queue structure for our teams at locations

[Steven Lees-Smith]

Hi all,

Just working through how to best setup our teams queues in JSM and just want to see what advice you may have to offer if this isn't a good approach.

In our departments we have a triage team that look at tickets when they are submitted (we have projects for departments - IT Support, Building Services, Digital Resources etc).

Here is the structure of the queues thus far, using me as a Sydney user as the working example.


The triage team would have the 'Open No Assigned Team' ticket starred for them.  This way if it is something simple they can assign to their local support team and themself as the agent and resolve the ticket.
If the support team needs to look at it then they Assign (in this example) Sydney Support Engineering as the team but no assignee.  This way the 'Open Unassigned - Syd Support' queue picks up the ticket.  Agents would also have the 'my tickets' queue starred also.

Basically, triage team members would have 'Open No Assigned Team' and 'My Tickets' as the starred queues.
The Support team members would have their local 'Open Unassigned...' and 'My Tickets' queue starred and if they want like in the example above the No Assigned Team queue.

Tickets can then have the context field changed if we need to move tickets between the various teams within the project (we have support teams in three countries).

What I am trying to achieve is a queue to triage from, then location specific tickets and then when a user has a ticket.
Does my WIP model fit in relation to what people have done in the past for this or am I going about it in a clumsy way?

Many thanks.

[Jack Brickey]

Hi Steven,

this seems to be a reasonable approach. Basically it comes down to what works best for you and your team. However, we are using something similar to this but not exactly the same. I leverage a triage queue that is for all unassigned issues. It is up to my agents to ensure that that queue remains empty by assigning those issues to themselves or another agent depending on expertise or workload.

[Steven Lees-Smith]

yeh the triage team self assigning would be the logical way so they don't work with unassigned tickets... otherwise they would be sending them over to the respective team queue if it needs eyes on from a support engineer so that also would lighten the triage team queue.
Thanks for the reply, handy to know I am on the right track.